Results-driven customer service management professional with a solid work history showcasing 23+ years experience driving organizational bottom-line performance. Develop and implement staff training programs to ensure optimal customer satisfaction. Produce test scripts to validate quality of systems and applications used for customer tracking and complaint resolution purposes. Build strong vendor relations to negotiate cost effective service agreements. Experienced in project lifecycle management. A+ certified.
Hi, I’m
Linda Torres
North Brunswick,NJ
Summary
Overview
23
years of professional experience
1
Certification
Work History
Bristol-Myers Squibb Co.New Brunswick, NJ
Complaint Systems Analyst
12.1997 - 11.2010
Job overview
- Oversaw implementation of a web based software program to monitor a product quality complaint investigation system used globally to maximize document and quality control initiatives
- Tracked adverse drug events reports for lack of effect requested by Global Pharmaco vigilance in a quality complaint investigation
- Administered a validated product quality complaint database by receiving complaint information from call center and prioritizing information
- Corresponded directly with complainants to secure product complaint samples and obtain additional information about each incident, facilitating product replacement or reimbursement with complainant
- Assisted with producing periodic product quality complaint trending reports
- Streamlined data entry of complaints with improved accuracy and customer service satisfaction
- Enhanced company reputation by assisting consumers in a timely manner, along with managing customer inquiries within established policies, procedures, standards, and work flows
- Entered product complaints on behalf of Consumer Division and third party manufacturing sites.
Bristol-Myers Squibb Co.New Brunswick, NJ
Data Product Complaint Specialist
12.1996 - 12.1997
Job overview
Bristol-Myers Squibb Co.New Brunswick, NJ
Stability Coordinator
12.1990 - 12.1996
Job overview
Bristol-Myers Squibb Co.New Brunswick, NJ
Customer Service Specialist
12.1987 - 12.1990
Job overview
Education
Rutgers University
Bachelor of Science in Labor and Employment Relations
06.2013
University Overview
Berkeley College
Associate of Science in Business Administration
University Overview
Middlesex County College
University Overview
- Business Writing-Client Communication
- Software Testing
Research College of NursingKansas City, MO
High School Diploma
University Overview
Skills
- End-user support
- Technical Documentation
- Business Intelligence
- Certified Business Analysis Professional (CBAP)
- Certificate in Systems Analysis and Design (CSAD)
- Resource Management
Affiliations
Affiliations
Professional Service Group
Certification
- Dale Carnegie - Public Speaking
- Alpha Technologies - A+ Certification
Languages
Languages
- English
- Spanish
- Polish
Volunteer Experience
Volunteer Experience
Volunteer helping individuals with resumes, cover and thank you letter writing
Languages
English
Native language
Hindi
Proficient (C2)
C2
Timeline
Complaint Systems Analyst
Bristol-Myers Squibb Co.
12.1997 - 11.2010
Data Product Complaint Specialist
Bristol-Myers Squibb Co.
12.1996 - 12.1997
Stability Coordinator
Bristol-Myers Squibb Co.
12.1990 - 12.1996
Customer Service Specialist
Bristol-Myers Squibb Co.
12.1987 - 12.1990
Rutgers University
Bachelor of Science in Labor and Employment Relations
Berkeley College
Associate of Science in Business Administration
Middlesex County College
Research College of Nursing
High School Diploma